TMS Phone Book push issues

[Shawn Jones]

The background event could not complete successfully due to an error.

Description: Phone Book Update for Enterprise Phone Book Direct Start time: 2/1/2007 8:51 PM Completed time: 2/1/2007 8:51 PM

Failure Reason: No system updated

Event log:
2/1/2007 8:51 PM - Event Created
2/1/2007 8:51 PM - Event executed by TMS
2/1/2007 8:51 PM - Could not update system LDS 400 Lafayette
2/1/2007 8:51 PM - No systems updated
2/1/2007 8:51 PM - The event failed to complete. Details: No system updated

I am running TMS 11.0 (I know, I know, update.), on it's own server.

Anyone come across this error with their phone book updates? This started happening today. All of my phone books (I have 4 active to differing endpoints) are coming back with this error when I update them, and they are pushed to the end points. When I go to the web portal of the endpoint to make a call, the address book that the unit presents is not the same as in TMS. All of my endpoints with TMS provided Phone Books have minimal "My Contacts".

I have rebooted the server once today, that didn't seem to do anything for me. I can FTP to any of the endpoints the server contacts. TMS says that the endpoints are not being updated, but when I go to a video room nearby, and press the directory button, the correct list comes up with all of the updates.

Thanks

[Morgan81]

It's a longshot, but did you corporate directory address field change on your endpoints? Maybe mistakenly in a templete push? I've had that happen to me by mistake a few times. I'm running 11.6 and F4.1-F5.2 on my test systems to play around with phonebooks and I've never had any problems. Are all of your endpoints Tandbergs?

[Shawn Jones]

All Tandberg endpoints, TB 800's, Classic 6k's(B10 or better), 6k MXP's (F5.2). What is baffling me, is that when you press the directory button, and it queries the server, the addresses come up correct. Just that the web portal is not tracking. The address to the endpoint has not changed.

I'm managing 35 systems

Update & Further Research:
Some MXP units are showing the updates on their web portals, the Classic 6k's are not.

I logged on to the server TMS is residing, and connected to an endpoint via FTP outside of the TMS application. TMS is the only app that is running on my server, besides the extra stuff the IT guys put on for their management.

[DoctorWho99]

The question is, are you using the Global directory or the Corporate Directory? You can pull up the explanations of each in TMS.

Global directories have to be pushed to the systems.

The Corporate directory queries TMS for the information when you push the phone book button on the system. If you are using a Corporate directory then that would explain why your endpoint has the correct phonebook on it.

[Shawn Jones]

Corporate Directory. I have been doing this for a while, but just recently been getting this error after updating the phone books recently. Used to not be an issue, the TMS book would match the web interface.

[DRI]

Does TMS use GlobalDirectory or CorporateDirectory with systems?

This is a configurable option in Administrative Tools->Configuration to say which directory methods TMS should support. The default is to use BOTH. This is to allow the endpoints to use globaldirectory as a fallback if corporate directory is unavailable e.g. can't reach the TMS. Administrators have the choice of disabling globaldirectory (using Corporate Directory only) or disabling Corporate Directory and only using globaldirectory.

For large networks, its recommended to disable globaldirectory as it greatly reduces the workload associated with phonebook updates and globaldirectory often can not support the size of their phonebooks.

Referencing the above, ensure how you have TMS configured with regards to how your EPs are receiving phonebooks. As it appears your EPs can see the corporate directory...could be that you've disabled globaldirectory. If not, and you do have it set to both, then I would recommend doing an etheral trace from the TMS to one of EPs that doesn't appear to be receiving the global directory so has to see what's exactly going on. As you say some of your EPs are okay and others are not, could be a network issue with regards to ftp?

rgds,

DRI

[Shawn Jones]

I have TMS set to Both. Anyone know what FTP port this is communicated on? According to my network folks, there is no FTP traffic being blocked.

[DRI]

FTP is on the usual port, i.e. port 20 and 21...however, if your network folks are claiming they are not blocking FTP traffic, then it must be some other reason your EPs are not receiving the Global Directory from the TMS. Again, I'd suggest doing an etheral trace (sniff) between your TMS and one of the EPs not receiving the global directory so has to ascertain exactly why the EP is not receiving the global directory. Keep in mind, as long as your EPs are seeing the Corporate Directory on the TMS, then the only time the Global Directory would come into play is if the EP cannot connect to the TMS for some reason. In this case, it appears from your comments that all you EPs are connecting to the TMS and seeing the Corporate Directories appropriately. What happens if you disconnect one of the EPs, does the global directory kick in? Keep in mind, the global directory will appear as one directory.

[Shawn Jones]

You are correct on the Global Directory, it does kick in, just that it is not correct.

My concern is where does the directory come from on a Classic endpoint when you log in to it via HTML, and try to make a call?

Is that the global dir?

That seems to be where the problem is, I do a lot of on the fly, log in and start a call for support, and the dir the endpoint presents to me online is not the same as if I were in front of the unit with remote in hand.

[DRI]

Hmmm...I'd try this...ftp into the classic unit. Extract the globaldir.prm file from the unit and then take a look at it.

Does it look like your corporate directory...albeit all in one?

If not, then try removing the globaldir.prm file from the Classic unit and then let TMS send a new file to the unit. I think if you restart the unit, the globaldir.prm will be resent or have TMS simply push it back on.

I'm thinking it could be a problem with the file itself, i.e. corrupt in some way.

Let me know how you get on.

[Shawn Jones]

So here was the fix:

A couple of weeks ago, I added an ISDN entry in all of the Corporate address books, a phone bridge vendor's number. I entered it in to the "Telephone" field. ISDN bandwidth was set to "Auto". The entry had not been showing up in any of the directories when I was in front of the machines, or via the web interface of the codecs.

Tonight, I decided to move the number from the "Telephone" field, to the ISDN number field, and change the ISDN BW to telephone. Voila!!!the updates ran out to all but two codecs, and the web portals match the directories polled when pressing the directory button on the remote.

Thanks to all for your suggestions.